The item I received was not new. It had a hole in the sleeve, the collar cords were missing, the collar and cuffs were bobbled. Clearly a second hand item packed in new bag. Customer service blamed new staff at new warehouse. I find that a poor excuse and poor customer service to blame the new staff. I would have thought that all staff were trained by experienced staff to a suitable level. A mistake was made here and to blame new staff is a cop out. The only compensation I was offered for the inconvenience was free postage should I order a replacement! This was a birthday present and the fault was not noticed until the recipient opened the shiny new bag it came in!! What an embarrassment!!